I worked in credit card dispute resolutions for a mid sized bank. Customers would complain about an unknown charge on their credit cards and it was my job to investigate and report back to them. This usually took about 30 days. I was at the behest of the credit card providers, not the bank's rules, hence the 30 day turn around time.

Our team was running smoothly until they appointed a new Team Leader and shunted our much beloved usual team leader sideways. This woman was a nightmare. She would hold weekly meetings and tell us all the new procedures that would be implemented, most of which ran contrary to the smooth operation of the team. She was clearly a corporate climber and had a nasty attitude to boot. She would always ask for questions or comments, but she'd trained everyone to be so scared of her reaction that nobody would put up their hands. At the end of the meetings, she would say, "Good work, Team. You're all STARS!!!!"

Upper management wanted to save costs, so they did a review of everyone's job. We were all on contracts so we were cheap fodder anyway. I liked my job until her underling/moron lackey/team leader wannabe was appointed to do an audit of my job. I tried to explain to him over many meetings why some months had a lot of disputes resolved and other months didn't. He JUST.DID.NOT.GET the concept that the disputes were clocked at 30 days from the day I received them, not 30 days from the 1st of each month.

Each meeting with him would find me getting frustrated constantly having to justify my work ethic (which is quite substantial) and him not understanding my plain English explanations.

In the end, it was decided that I wasn't good enough at my job and my contract wasn't renewed. I heard they ended up giving my job to a girl who was completely lazy and spent most of her time on the phone to her boyfriend. Meanwhile, my perfect turn around record was reduced to at least 280 disputes outstanding longer than 90 days! What happened then? The credit card providers ended up following their rules and denying anything older than 30 days and the bank wearing the costs of the dispute as they tried to keep their customers happy.

I went on to greener pastures and lived a happy corporate life. I ended up finding out from old work colleagues that the corporate climbing Team Leader lost her job in the downsize.
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